Terms and Conditions of Sale and Installation

2. Who these terms are for

These terms apply when you buy air conditioning supply and installation from us for your home. Business customers should ask us for our business terms.

4. Estimates and your final quote

The price shown online is an estimate. After a free installation check (photos, a video call or a visit), we send you a written final quote. It lists the equipment, the work included, any extras, the total price and the date we issued it. Your final quote is valid for 30 days from that date. We will not withdraw or increase your quote during those 30 days, even if our general prices change. To accept it, tell us in writing (email is fine) within those 30 days. If you don't, the quote expires. We can then send you a new quote at our prices at that time, which may be higher or lower, and you can decide whether to accept it.

6. Your right to cancel

You have a legal right to cancel. Our Cancellation and Refund Policy explains how it works.

7A. How long your price is fixed

Your price is fixed when the contract is made (section 5). We will not increase it because our costs go up, including the cost of equipment, refrigerant (such as R32), materials or labour.

We order your equipment soon after you pay your deposit. Once it has been ordered, its price to you cannot change.

We will only offer you a revised price in these two cases:

(a) you ask us to move your installation to a date more than 12 weeks after the contract was made, and we have not yet ordered your equipment (if we offer you a date more than 12 weeks away, that does not count as you moving it); or

(b) before any work starts, a visit by us or our installer shows that the job is materially different from what your final quote was based on, because of something that could not reasonably have been seen at the installation check (for example, a longer pipe run, a different position for the outdoor unit or extra electrical work).

In case (a), the revised price can only reflect the change in the price our supplier charges us for the same equipment and refrigerant between the date of your final quote and the date we order it, with nothing added for profit. If that price has gone down, we will reduce your price by the same amount. Instead of a revised price, you can keep an installation date within the 12 weeks at your original price. In case (b), the revised price covers only the work that is different.

If either case applies, we will write to you with the reason, the revised total price and how we worked it out, and we will show you our supplier's price if you ask. You can then accept the revised price in writing or cancel the contract. If you cancel, we will refund everything you have paid, including your deposit, within 14 days, and you will have nothing else to pay. We will not go ahead at the revised price unless you accept it in writing, and we will not treat silence as acceptance.

If we move your installation date, or it is delayed for reasons outside your control, your price stays the same.

Problems found on the installation day are dealt with under section 7, and section 7 also explains how VAT is dealt with. Apart from these, we will not change your price.

9. Planning and your responsibilities

At the installation check we check whether your installation is permitted development, which means no planning application is needed. If planning permission or listed building consent is needed, we will tell you before you accept your final quote. If you still want to go ahead, the work waits until consent is granted. If consent is refused or not obtained within a reasonable time, either of us can end the contract and we will refund everything you have paid, including your deposit, within 14 days. The same applies if we find out after the contract is made that consent is needed.

Please get any landlord, freeholder or management company consent you need (we will tell you if we think one is needed). Give safe access on the agreed date, clear the work areas, and tell us about pets, parking and any known hazards such as asbestos.

11. Dates and delays

We confirm your installation date in writing. If we need to move it, we will tell you as soon as we can and offer a new date. If we can't install within a reasonable time, you can cancel and we will refund everything you have paid within 14 days.

13. Your legal rights

We must supply equipment that is as described, of satisfactory quality and fit for purpose; install it correctly; and carry out our work with reasonable care and skill. If we don't, you can ask us to repair or replace, and in some cases you are entitled to a price reduction or refund. Citizens Advice can tell you more about your rights.

15. Our responsibility for loss or damage

We are responsible for loss or damage you suffer that is a foreseeable result of our breaking these terms or of negligence, including our installer's. We will make good any damage caused to your property during the work. We do not limit our liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot be limited by law. We are not responsible for business losses.

17. Your data

We share your name, address and contact details with the installation company carrying out your job so that it can do the work. Our privacy policy explains how we use your personal data.